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Sr. Customer Success Specialist

Company: SmartProcure-GovSpend
Location: Boca Raton
Posted on: May 7, 2022

Job Description:

Job DescriptionHere's the scoop:The Senior Customer Success Specialist is responsible for inbound customer support and training. You will utilize exceptional communication and organization skills while providing excellent customer service.What you'll do:

  • Responsible for account planning to ensure proactive customer outreach and training with the goal of increasing users and usage.
  • Act as the customer point of contact, ensuring clear and consistent communication across inbound service activities, upsells into the account, and outbound customer outreach.
  • Serves as the negotiator for commercial terms with customers on contract issues, renewal pricing, and past due payments in addition to being proactive with renewals.
  • Coordinate the processing, communication, and implementation of all customer changes, including performing modifications on searches per customer requests.
    • Adhere to customer needs and expectations, by interfacing between sales, Relationship Management, and the customer to build a strategy for success during a customer's subscription period.
    • Maintain a high level of awareness of service issues affecting GovSpend's product environment including proactive problem avoidance, behavior, and maintenance practices.
      • Escalate appropriate retention efforts to their Relationship Management Team Lead.
      • Participate in Root Cause Analysis including incident and problem management activities.
      • Identify, facilitate, and ensure effective communication of all technical queries and problem resolution from the customer as related to customer support, while adhering to outlined customer response SLAs.
        • Provide excellent customer training on all GovSpend products.
        • Dedicate yourself to becoming well-versed in the SLED and FED procurement processes.
        • Clearly and professionally communicate with customers while thoroughly documenting all interactions with customers in the Company's CRM.
          • Other job duties as assigned to meet the business needs.What you'll need:
            • Bachelor's degree in business or related area. Proven work experience will be considered in lieu of degree.
            • 2+ years of sales, customer service or relationship management experience driving customer-related strategy or retention.
            • Background in customer service, operations, customer engagement, satisfaction, and retention with a proven track record of success
            • Background in customer training and support
            • Highly data-driven mindset and passion for analytics.
            • Track record of working cross-functionally to effectively communicate/drive customer/market feedback.
              • Strong computer navigation skills.
              • Strong organizational skills with the ability to multitask.
                • Strong interpersonal, facilitation, listening, and relationship-building skills.
                  • Thorough understanding of market research, data collection, and analysis.
                    • Excellent verbal and strong communication skills.
                      • Ability to prioritize and handle multiple requests concurrently.
                        • Ability to problem-solve and bring a timely resolution to issues.
                        • Ability to work independently and to be self-motivated based on pre-defined goals.***This is a remote opportunity- must reside in FL***SmartProcure/GovSpend is proud to be an Equal Employment Opportunity employer. We are committed to recruiting, hiring, retaining, and promoting qualified candidates without regard to age, race, religion, color, sex, national origin, marital status, physical or mental disability, citizenship, military status, sexual orientation, genetic information or any category protected by federal, state or local law.Powered by JazzHRzlKja9K6jb

Keywords: SmartProcure-GovSpend, Boca Raton , Sr. Customer Success Specialist, Other , Boca Raton, Florida

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